CHANESIA WILLIMENIA NYEMA
Summary
Detail-oriented Customer Support & Operations Professional with over 10 years in client advocacy and service delivery. Specialized in navigating complex processes, resolving issues, and managing sensitive information while fostering clear communication across diverse populations. Combines relationship-building skills with effective collaboration to enhance outcomes and elevate the customer experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Family Support Specialist I
Kentucky Cabinet for Health and Family Services
Louisville
02.2026 - Current
- Provide empathetic, solution-focused support to individuals navigating complex systems
- Connected clients with community resources and supportive services, facilitating access to necessary support tailored to individual needs
- Review applications and supporting documentation to determine eligibility while ensuring compliance with federal and state regulations
- Manage multiple cases simultaneously while maintaining accuracy, professionalism, and timeliness
- Maintained detailed electronic records and accurately documented client interactions, ensuring compliance and improving service continuity
- Assisted clients via phone and in person, addressing inquiries and resolving issues related to public assistance programs to enhance client understanding and access
Assessment and Support Specialist
KVC Health Systems
Louisville
02.2022 - 02.2026
- Conducted assessments to identify client needs and recommend appropriate services and interventions
- Coordinated with families, schools, healthcare providers, and community partners to develop tailored solutions for complex client concerns
- Resolved client concerns and provided ongoing support throughout service delivery
- Resolved client concerns by providing ongoing support and ensuring continuity of care throughout service delivery
- Trained and mentored new employees on documentation and assessment procedures to enhance service delivery quality
- Managed competing priorities while maintaining high-quality client service
COVID-19 Communicable Disease Investigator
Kindred Healthcare
Louisville
10.2020 - 07.2022
- Conducted investigations and interviews to gather information, addressing and resolving public health concerns
- Communicated complex health guidance with clarity and empathy, ensuring understanding among diverse populations
- Managed high-volume caseloads while meeting strict deadlines
- Managed high-volume caseloads, consistently meeting strict deadlines to support timely public health responses
- Provided assistance to individuals by answering questions and addressing concerns related to public health resources.
401(k) Retirement Specialist
Ascent Services Group
Concord
03.2020 - 10.2020
- Reviewed financial records and documentation, ensuring accuracy and compliance to uphold regulatory standards
- Maintained detailed records and ensured timely completion of regulatory filings
- Researched and resolved account issues, collaborating with internal teams to streamline resolution processes
- Assisted customers with retirement plan inquiries, resolving account-related issues to enhance customer satisfaction
Education
Master of Public Health (MPH) -
Capella University
Bachelor of Science - Natural Sciences
Spalding University
Skills
- Family Support Coordination
- Child Welfare Compliance
- Client Advocacy
- Case Management
- Crisis De-escalation
- Problem Resolution
- Dispute Resolution
- Escalation Management
- Community Engagement
- Interdepartmental Collaboration
- Client Onboarding
- Customer Support & Client Relations
- Virtual Communication
- Phone Communication
- Email Communication
- Client Management System
- Case Tracking System
- Client Tracking Software
- Support Coordination Platform
- Office software
- Process Improvement
- Staff Training
- Time Management
- Multitasking
- Support Coordination Platform
- Office software
Certification
CPR Certified
Openness To Remote
True
Openness To Nationwide Opportunities
True
Technical And Systems Experience
- Worker Portal
- CAReS System
- Framework Case Management System
- TWIST (The Worker Information System Tool)
- Genesy Platform
- Microsoft Office Suite (Word, Excel, Outlook, Teams, OneNote)
Personal Information
Citizenship: U.S. Citizen
Timeline
Family Support Specialist I
Kentucky Cabinet for Health and Family Services
02.2026 - Current
Assessment and Support Specialist
KVC Health Systems
02.2022 - 02.2026
COVID-19 Communicable Disease Investigator
Kindred Healthcare
10.2020 - 07.2022
401(k) Retirement Specialist
Ascent Services Group
03.2020 - 10.2020
Master of Public Health (MPH) -
Capella University
Bachelor of Science - Natural Sciences
Spalding University